Supervisor Case Management

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

Basic Function
The basic function of this position is to oversee the day-to-day operations of the fraud/non-fraud recovery teams ensuring service excellence is achieved and delivered to credit unions and their members. The incumbent will ensure the team maintains SLA, perform within department quality standards and continually
identify and implement process efficiencies to enhance productivity and quality.

This position will be the primary point of contact to respond to fraud/non-fraud related issues raised by employees and other departments, ensuring timely resolution of their inquiries and requests. The incumbent will regularly meet with
their team members, provide coaching and mentorship, identify training and development opportunities and implement measures to drive employee engagement.

Essential Functions & Responsibilities

• Using sound judgement, oversee, analyze and respond to escalated cardholder and credit union calls/emails/mail within departmental SLA’s or on demand when necessary.
• Establish monthly, quarterly and annual employee performance reviews. Review with department manager employee performance, personnel action plans, future team development ideas/action plans.
• Maintain awareness fraud/non fraud trends and keep upper management aware of any ongoing issues.
• Maintain quarterly audit for staff access to internal and external applications used to process fraud/nonfraud disputes.
• Hold regular department meetings to keep staff updated on changes to department processing/association updates as well as onboarding and or de-converting credit unions.
• Oversee departmental training needs and coordinate departmental training of employees while maintaining departmental workflow and SLA’s.
• Responsible for the interviewing, hiring/dismissal, onboarding /off-boarding of permanent and temporary employees for the department.
• Leader for departmental employee engagement opportunities.

ADDITIONAL FUNCTIONS SUPERVISOR, CASE MANAGEMENT – RECOVERY

• Provide oversight and direction to Case Management Lead for department work assignments and priorities.
• Monitor fraud/non-fraud case queues to ensure quality standards are met as they relate to credit and debit card compliance ; exception service levels for turn time ; standard service levels for standard and special handling credit unions; accuracy of closure reports.
• Monitor daily and monthly quality scores to ensure department quality standards are met and exceeded; provide feedback to employees regarding their quality audits and how they can maintain/improve their scores.

SUPERVISOR, CASE MANAGEMENT – RELATIONSHIP

• Provide oversight and direction to Relationship Lead for department work assignments , priorities and training.
• Monitor ticketing systems, email queues, phone queues and all response channels to ensure established department service levels and escalation response times are met.
• Oversee department quality and adherence to procedures as well as providing timely feedback to employees regarding their daily activities and adherence to SLA’s.
• Provide insights to management on ticketing system trends and areas of opportunities for team improvement.

SUPERVISOR, CASE MANAGEMENT - WORKCASE

• Provide oversight and direction to Workcase Rep Lead for prioritizing department work assignments.
• Provide daily oversight of documentation queues (email, image files, case files, mail) and ensure that the images and documentation are distributed to the appropriate areas within established time frames.
• Provide feedback to employees regarding their daily production and quality and provide guidance for how they can maintain/improve their scores.

OTHER RESPONSIBILITIES

• Monitor ticket activity to ensure adherence to SLAs.
• Attend onboarding calls with credit unions to provide fraud/non-fraud, credit/debit process flows as needed.
• Notify internal contacts on sensitive issues, recommended client procedures and new product developments.
• Support manager during audit process as needed.
• Perform other duties as assigned.

Supervisory Responsibility

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff
• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
• Direct staff, to ensure that all duties are performed according to department performance standards

Position Specifications
Education

• High School Diploma Required.
• Bachelors degree preferred with emphasis on business processing / management.

Experience

• Four (4) years’ experience in credit card industry required with one (1) year processing fraud/non-fraud disputes preferred.
• One (1) year or equivalent of supervisory experience required.
• Four (4) years’ customer service experience required.

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion
• Maintain high level working knowledge of Velera dispute processing platforms and vendor processing platforms
• High level working knowledge of association fraud/non fraud reason codes, updates, system changes and their impact to employees/clients
• Proven interpersonal skills
• Proficiency in word processing and spreadsheet computer software applications
• Ability to communicate effectively in both verbal and written formats and give presentations utilizing various audiovisual support aids
• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
• Demonstrated excellent analytical and quantitative skills
• Ability to exercise discretion and good judgment in making decisions
• Ability to travel as needed to successfully perform position responsibilities
• Ability to maintain confidentiality of materials handled
• Ability to be flexible and work under high pressure in a complex environment

Physical Demands
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
Specific vision abilities required by this job include close vision
Ability to occasionally lift/move up to 25 pounds
Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

$47,700.00

to

$62,000.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.